Agentschap Integratie en Inburgering
Assessing language and integration needs in the workplace
Agentschap Integratie en Inburgering (AgII) supports the activation and participation of newcomers and non-native speakers, not only as part of the civic integration process, but also through a targeted employer approach focused on language and integration in the workplace.
Following a public tender, AgII commissioned Lemon to conduct a needs assessment to identify exactly what kind of support employers require. The aim of the project was to translate these needs into concrete policy scenarios and a potential service offering for the agency. This was carried out in collaboration with Amal vzw, Atlas and Huis van het Nederlands Brussel.
Research and data collection
The first phase consisted of an in-depth research process. Lemon conducted 42 in-depth interviews with employers, intermediary organisations and sector funds across several industries, including healthcare, construction, logistics, food and manufacturing, and across the regions of West and East Flanders, Antwerp, Brussels and Limburg. In addition to the qualitative interviews, a quantitative survey was conducted to provide further statistical support for the findings. Regular alignment with AgII and relevant stakeholders ensured that the findings were continuously validated against the reality on the ground.
Customer journey mapping
Based on the research phase, Lemon organised two customer journey workshops, each from a different perspective. These workshops resulted in detailed journey maps covering the full employment integration cycle — from initial access to the labour market and application procedures, through onboarding and language development in the workplace, to career development, evaluation and exit.
The workshops followed an outside-in approach, starting from the lived experiences of the stakeholders involved rather than from the agency's internal organisational processes. This approach made it possible to identify blind spots and highlight shared priorities across sectors and profiles.
From journeys to scenarios and functionalities
The insights from the customer journeys were translated into eight priority policy scenarios, grouped around the most relevant and urgent stages for AgII — ranging from accessible application procedures and contracting to language development in the workplace and career pathways for non-native-speaking employees.
For each scenario, three levels of involvement were defined for the agency:
- Light: informing
- Medium: guiding and connecting
- Intensive: delivering the service itself or developing its own offering
The scenarios were then further developed into potential applications and positioning options.
The project gave the Agentschap Integratie en Inburgering not only insight into what employers need, but also into where and how it can make the greatest difference. The results therefore provided a framework for action to further develop a targeted employer approach focused on language, integration and sustainable participation in the labour market.
